Why Do Tech-Support Responses Often Seem Slow?; The number of computer support specialists in the U.S. has fallen by nearly 12% since 2001. No wonder many CIOs say their companies technical support teams are 40% smaller than they should be

CIOs from companies with at least 1,000 employees were closest to their ideal level of technical support, with 118 employees to every support specialist; the ideal ratio for these companies would be 82 to 1. Furthest from their ideal were CIOs from midsize firms with 250 to 499 employees; they averaged 131 workers for each support staffer versus their ideal of 64 to 1.