Do you know if your current IT service depends on another service provider? You might get better/more configurable service if you went directly to the underlying service provider. It may be that the people you deal with are just a front company using someone else's service and the front company doesn't know the ins and outs for how the real company providing their service does their thing.
As an analogy, imagine if your Uber app did nothing more than hire a taxi to come pick you up. If you got tired of dealing with Uber you could get around that by calling the local taxi company directly.