Here is what I know after 30 years in IT
I have lived this problem. Not read about it. Not consulted on it. Lived it — managing techs, chasing customers, staring at reports that told me nothing useful while the real answers were buried somewhere I could not easily get to.
Check the Ticket Load
First, look at your tickets. If a single customer is generating an excessive number, it may not be a staffing issue. It could be a problem with how you’re managing that account. Maybe the techs aren’t resolving the root issue, or the customer is unclear about what they should handle themselves. You need to make the call if it’s a coaching problem or a pricing issue. But don’t just assume more bodies will solve it.
Late Notes and Unbilled Time
Techs not entering notes on time? That’s a visibility problem. Late notes mean you can’t see what’s really happening until it’s too late. Unbilled time on a flat contract is a revenue leak. PSAs don’t always show this clearly. You might think you’re understaffed when you’re actually just losing track of billable hours. Get those notes in on time and see if the workload still looks the same.
Repeat Tickets and Callbacks
Repeat tickets and callbacks are another red flag. If techs are revisiting the same issues, it may be a process problem, not a staffing one. PSAs don’t always highlight these patterns. If you see the same ticket types over and over, it’s time to dig into why. It could be poor initial resolution or a lack of proper documentation. Either way, adding more techs won’t fix a broken process.