Is my employer asking too much from me for what they are paying?
TL;DR Is a 47.5k salary fair in London for the job description below?
Hi all, 37M living in London here. Apologise for the long post, I don’t know where else to seek for some help. I’m hoping someone can give me some advice, as I feel my current job situation may be slipping through my hands, but maybe I’m overreacting.
I’ve worked in IT support for 14+ years. For the past 3 years I’ve been at a large multinational retail company supporting stores across the UK and EU. I was hired as a 2nd level IT support technician on 42k. I really enjoy this position and never had any complaints, everyone seems to be happy with my work. Three years later, my salary is just above 46k, but my role now covers much more than 1st and 2nd line support, including project management, IT operations, coordination, and acting as the main contact for retail and office users (despite there being a dedicated 1st line service desk).
Nine months ago my manager gave me the title IT Coordinator, but my contract and salary were not updated, with the promise of a review this year.
Come to March, after repeatedly asking for the review, I was offered a new job description (which still doesn’t fully reflect my tasks and feels very generic) with a 3.2% salary increase, bringing me to about 47.5k. To me this feels like a standard inflation increase rather than a promotion. My manager says my salary is already above average for 2nd line support and that their offer is based on market research averaging the different roles I cover.
I’m trying to get a reality check. For a role like this, does 47.5k sound fair, or am I being underpaid? It’s been hard to find reliable salary comparisons online. Thanks to anyone who can help. 🙏🏻
IT Coordinator – Job Description
The IT Coordinator plays a central role in ensuring smooth daytoday IT operations across the UK and EU. This position focuses on coordinating IT services, projects with external suppliers and group brands IT teams, and supporting endusers across offices and retail locations. The role is handson, serviceoriented.
Note: This role does not include server administration, network architecture or deep network configuration or other backend infrastructure responsibilities.
Key Responsibilities
Project Coordination
* Coordinate IT projects with external suppliers, internal stakeholders and group’s brands IT teams.
* Track project timelines, deliverables, and dependencies to ensure successful execution.
Service Desk Coordination (UK & EU)
* Manage the daytoday service desk operations for the UK and EU regions.
* Ensure tickets are prioritised, assigned, and resolved within agreed SLAs.
* Monitor service performance and identify opportunities for process improvement.
* Provide reports and statistics based on KPI
IT Operations (EndUser Focused)
* Manage onboarding and offboarding processes, including account setup in scope, access provisioning, and equipment allocation.
* Maintain accurate asset records for laptops, mobile devices, peripherals, and other enduser equipment.
* Coordinate procurement, lifecycle management, and disposal of IT assets with group ITM.
L1/L2 and OnSite Support
* Provide handson technical support for office and store environments across the region.
* Troubleshoot and resolve L1/L2 issues related to hardware, software, networks, and business systems and applications.
* Support store and office projects, including openings, closures, and relocations.
* Support store technology such as POS systems, payment, network connectivity, and computers and peripherals.
* Collaborate with group IT teams for escalations requiring specialised expertise.
Skills & Experience
* Experience in IT coordination, service desk management, or a similar operational IT role.
* Strong understanding of enduser technologies (Windows, M365, OKTA, collaboration tools, MDM solutions and mobile devices).
* Ability to manage multiple stakeholders and suppliers.
* Excellent communication and organisational skills.
* Experience providing L2 support in office or retail environments.
* Experience with ITIL practices.
Nice to Have
* Experience working in a multicountry or multisite organisation.
* Experience with asset management systems or ticketing platforms.
* French, Spanish, Italian language is a plus.
Personal Attributes
* Serviceoriented mindset with a proactive approach.
* Comfortable working independently and taking ownership.
* Strong problemsolving skills and attention to detail.
* Ability to adapt in a fastpaced, evolving environment