I agree with you about the support itch.io button.
Itch.io was started by Leaf who is still running the show.
That's about as much as I figured! Between him and notimetoplay, I can confirm that itch.io has at least two employees.
My understanding is that Notimetoplay is a volunteer community moderator, not an employee and not paid.
That is correct. But itch.io has at least one other admin, and support staff.