Technician Utilization, Dispatch & Labor Economics

ValleyTech MSP — 48 technicians, 4 pods · Week ending Dec 15, 2024

Utilization
68.4%
-2.3%
Billable %
61.2%
-3.8%
OT Hours %
7.2%
+1.9%
Cost/Ticket
$142
+$9
Revenue/Tech/Mo
$8,940
+$210

Technician Utilization by Pod (Top 12)

Reactive vs. Proactive Labor Mix

Billable vs. Non-Billable Hours

Pod Capacity & Economics

Pod Techs Util % Billable % OT % Bench (h) Rev/Tech Status
East 14 74.2% 68.5% 4.1% 47 $9,420 On Track
Central 12 71.8% 66.1% 5.3% 58 $9,120 On Track
North 10 66.3% 58.9% 6.8% 82 $8,610 Watch
West 12 58.1% 52.4% 11.2% 124 $7,830 Critical

Dispatch Response Time (On-Site)

Cost per Ticket Resolved (12-Week)

Ticket Reassignment Rate

18.4%
3-week avg · target <12%
Above Target

Bench Time (Unassigned)

311 h
Week total · 6.5% of capacity
Within Range

Skills Mismatch Escalations

23
Week count · 9 from Pod West
Trending Up

Underwater Pods (Util <65%)

Pod West
12 techs · 58.1% util · 124h bench
-13.9%
vs. target
Action: Skills audit underway; 3 junior techs reassigned to East pod for cross-training.

Overtime Premium Cost (4-Week)

Time Entry Close Policy
All billable time entries must be submitted within 24h of work completion. Non-billable administrative time capped at 8% of weekly capacity per technician.