Hi Dominique,
Interesting to hear different stories about IT support. This is somewhat therapeutic for me. I'm not kidding.
I actually don't have any problems with the IT technicians. When I have a technical problem that can be solved directly by them, the technicians that work on our campus are usually prompt, competent and nice. Our campus is pretty small and you get to develop almost a personal relationship with the technicians that have been working there for a few years. I have no complain there; quite the opposite. These rank and file technicians have, in many cases, tried to help me in spite of the kind of culture that the direction of the IT department promotes. Some of them have told me in confidence that I shouldn't be having some or other problem I was having but that their department's policies prevented them from doing what was necessary to help me do what I needed to do (even though in their opinion those solutions would be easy to implement and would not do any harm or create any problems or complications of any kind).
I even remember a couple of occasions in which they were so frustrated with their inability to help me that they suggested unauthorized alternatives to do what I needed to do asking me to please don't tell anybody they were the ones that showed me how to do that if I was ever caught. Mind you, these were never things that compromised the security of our networks or could cause any damage or inconveniences for any members of our community. These are good professionals that are just as frustrated as I am with the red tape and with the way things are in their department and that just want to do their job well (which is to make it easier for us to do our research and our teaching) in spite of their bosses.
So, it is not the technicians that are the problem. It is the director of the IT services in our campus and the director of the IT services of the university at large (who happens to be the person who was previously the director of the IT services in our campus) that are the problem.
I don't know if it works the same way in your organizations, but around here what makes one climb the organizational ladder is usually not merit or competence but rather your brown nosing abilities or your ability to "eliminate" your competitors by different means. I really have no idea how the guy who is now in charge managed to get to the top being so young (rather surprisingly, he went over other more senior people that were waiting in line) but from my experience with him when he was the person in charge of IT in our campus, I suspect he was better than the competition in the use of one of the two methods I described; probably the first method.
Just to give you an example of what I'm talking about. I could give you a lot of examples like this because I've been working in this university for already 25 years. OK, so my wife also works in the same university and, for a couple of years, she was a vice-provost/deputy vice-chancellor (there are no exact equivalences between these kinds of positions in different university systems but I think this is more or less the kind of rank equivalent in an American or British university). During those years we were having a recurring problem that was making us waste a lot of time and made it virtually impossible for us to make any progress in our project.
I don't remember the details because this was quite a long time ago but I think it was a problem that could easily be solved if the IT technician we had hired to manage certain technical aspects of our project had the adequate permissions in our server (a virtual machine which is part of the network infrastructure of our campus). I had contacted the IT services to ask if they could help us but the technicians told me that they did not have the authorization to grant these permissions. I insisted and explained how this was necessary for us to do what we needed to do. The technicians were sympathetic and admitted off the record that granting these permissions would not be a problem with the kind of setup we had. They said the boss had told them they could not grant these permissions. Every time we ran into that problem, our technician had to call the university IT services and wait until one of their technicians with the required permissions was available to access our server and guided by our technician via e-mail messages tried to fix the problem.
This was maddening. The university IT technicians were sometimes inexperienced and were not familiar with the directory structure and applications installed on our server. Our technician could have solved the problems in minutes and was growing tired and frustrated of having to work in these conditions. Some times we had to wait a whole week for someone to be available and our technician had to go over and over again through the whole process of exchanging messages and explaining things that he had explained already a lot of times to other people to solve pretty simple problems. If your server is not working everything has to stop and the deadlines we had were coming closer and closer. This lasted for months.
I decided to ask my wife for help. I asked her to intervene so that we could put an end to that absurd nightmare. She was reluctant to do that because she is this kind of person but since she was involved in the same project and she saw the gravity of the problem she accepted to write an e-mail message in her name asking for the same thing I had been asking for months.
In less than 24 hours the problem was solved. My wife received a direct message from the guy who is now the director of the university IT services (back then director of our campus IT services) being all nice and apologetic for the "misunderstanding" (or some bullshit like that), misrepresenting what had happened and why they had not been able to help us and assuring that they were doing their best to help us achieve our goals. Please contact me directly if you have any other problems, blah, blah, blah.
This is a recreation of something that happened quite a few years ago. The exact details of the problems and of the contents of the messages might not be totally accurate because I didn't think of documenting all of this at the time (which now I regret) but this really went along the lines of what I just explained. You get the idea.
Many years later, nothing has changed and problems and situations of this kind are the norm. It gets really tiring. I've just lost the will to try to do anything that would involve the cooperation of the IT services (whether it is for my research or for my teaching) and I always try to solve problems myself. Whatever I can do on my own server, I do it there. But there are certain things that I cannot do on my own and so I have to crash against the same human wall over and over again.
Very recently I have had some of those enormously frustrating and experiences and, as I said, it felt good to let it out here and see that I'm not alone 
JM