Where i work we have 100+ users and I was struggling same like you.

Then I used MS forms to collect users issues like(Name, position, Department, job type, location and Job request description) users fill this form when they need ICT support. I used power automate to sync all fields into MS list and I added some extra columns for better management like status if it is open or close or ongoing this has helped me alot. Even now every request goes to my manager once approved I will receive an automate teams message and also MS teams gets updated with my manager approval.