There should be support for an IT user role in ArcGIS Online. This would be an unlimited user type. It would not have access to maps or ability to create data. This role would just be for IT configuration. The user can only look at the security settings: AD integration and all other settings of the organization.
This add value to ArcGIS Online & provides local support and buy in. These users are not using ArcGIS Online so why would we have to burn a licensed account for that? The ArcGIS Online administrator should not be handling this information as it should be handled by experts in that group.