Our IT department is somewhat notorious for being rather unresponsive. A lot of our company works remotely now, so it's generally easier to ignore emails and chat messages requesting support.
I occasionally run into IT-related issues that I can't resolve on my own, e.g., not having permission to do something. This could probably be fixed in a few minutes.
I'll typically send a message to IT, which I know they've read because I can see the read receipt, and then not hear anything back. Then I have to keep chasing them, I keep being ignored, and eventually might possibly get somewhere, but sometimes the issue isn't fully resolved.
I have raised this several times to my manager; I've done the typical things like recording how much time was wasted on our project due to IT issues (quite a lot), being straightforward in saying that I'm not happy with our IT department, but the response I usually get is that "your concern has been noted" and excuses like "they're busy." Ok, but we're all busy, and it's literally their job to provide IT support.
What I want to know is: What suggestions can I give to my manager for ways to improve our IT department's responsiveness and willingness to follow through on commitments? Currently there's not really any formal support system; we just message IT as required. I've thought about a ticketing system, but I know that comes with its own problems, like tickets being ignored or closed prematurely.
If they are genuinely too busy to respond, then given that this always seems to be the case, surely something isn't working and needs to be addressed?